VEDUMURTHY RAJASHEKAR
BENGALURU
Summary
Dynamic Product Support Engineer with expertise in cloud computing and incident response, honed at Verint. Proven track record in vulnerability management and effective communication, delivering high-quality technical support and achieving customer satisfaction goals. Skilled in ServiceNow and documentation development, driving process improvements and enhancing team collaboration. An organized and motivated individual, eager to utilize time management and organizational skills across diverse settings. Seeking an opportunities to enhance abilities while contributing to company growth.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Product Support Engineer
VERINT
BENGALURU
08.2023 - Current
- Assist customers with technical support issues reported via telephone, web, and email, ensuring timely and effective resolution.
- Analyze, troubleshoot, and test technical problems to provide accurate and complete solutions.
- Maintain consistent communication with customers, providing regular updates and ensuring adherence to Verint's Service Level Agreements (SLAs).
- Collaborate with internal teams, including sales, services, and R&D, to facilitate efficient problem resolution.
- Track and document all issues throughout the lifecycle of each support case, following standard processes.
- Strive to meet or exceed customer satisfaction goals by delivering high-quality service and maintaining a professional approach.
- Demonstrate in-depth knowledge of assigned products-COMMUNITY and WFM-across both AWS Cloud/Hosted and onprem environments.
- Continuously update and maintain product expertise, support policies, and delivery methods to ensure technically accurate support.
- Share expertise by delivering internal training sessions to team members when required.
- Provided technical support for customers using Verint software solutions.
- Diagnosed and resolved product issues through remote troubleshooting methods.
- Collaborated with engineering teams to communicate customer feedback for product improvements.
Cloud Infrastructure Engineer
Autodesk
BENGALURU
01.2022 - 07.2023
- Managed AWS Cloud Infrastructure deployments across 50 AWS accounts, including DEV, STG, and PROD environments.
- Handled Windows and Linux patch management, IAM role creation, and access assignments.
- Collaborated with software engineering teams to define, build, and maintain scalable cloud infrastructure using modern cloud-native deployment techniques.
- Worked alongside cloud architects to conduct infrastructure assessments and implement actionable recommendations.
- Utilized CI/CD practices and infrastructure-as-code tools to streamline deployment and operational workflows.
- Monitored application and infrastructure performance using metrics and diagnostic tools to ensure system reliability.
- Partnered with infrastructure teams to evaluate and assess the feasibility of new systems and technologies.
- Led disaster recovery planning, network backup strategies, and recovery process monitoring.
- Conducted proactive customer and data analysis to understand client needs and develop tailored solutions.
- Provided technical leadership in delivering innovative products and services aligned with customer-specific requirements.
- Identified, analyzed, and resolved infrastructure vulnerabilities and deployment issues.
- Conducted security audits, reviewed violations of security protocols, and developed mitigation plans.
- Educated users on information security policies and recommended improvements in security systems and procedures.
- Reviewed existing systems and proposed enhancements for performance, security, and scalability.
Desktop Support Engineer
SIRVA BGRS
12.2016 - 12.2021
- Installed and upgraded desktop hardware, software, and servers, ensuring systems were up-to-date, secure, and fully operational.
- Maintained an accurate inventory of installed desktop components and coordinated installations with end users to maximize satisfaction.
- Configured and set up workstations, including hardware, devices, phones, and software, to support new employees and office relocations.
- Detected and removed malware, ransomware, and other security threats from laptops and desktops to maintain data integrity.
- Patched software and installed updates to eliminate vulnerabilities and improve system performance.
- Monitored system operations, diagnosed issues, and implemented timely resolutions using test scripts, probing questions, and personal expertise.
- Provided first-level support by walking users through basic troubleshooting steps and documenting solutions in a knowledge base.
- Collaborated with vendors to source replacement components and resolve complex technical issues.
- Suggested hardware and software modifications to enhance system speed and reduce lag time.
- Maintained servers and network systems during peak usage periods to ensure consistent availability.
- Worked closely with system partners to finalize technical designs and confirm system requirements.
- Proactively identified and resolved potential issues before they escalated, contributing to system stability and user satisfaction.
System Engineer
NIELSEN Sports
03.2015 - 12.2016
- Provided responsive helpdesk support, resolving technical issues and escalating complex problems while ensuring highquality service delivery.
- Assisted remote employees in troubleshooting network-related problems to maintain seamless connectivity and productivity.
- Configured, installed, and upgraded SQL databases, supporting backend functionality for various systems.
- Conducted end-user reviews and feedback sessions for newly developed or modified systems to ensure usability and alignment with requirements.
- Developed and enforced IT policies to ensure compliance with relevant laws and internal standards.
- Negotiated with vendors, contractors, and outsourcing partners to secure favorable contracts and define service-level agreements (SLAs).
- Documented system configurations, process flows, and technical mappings to support operations and future troubleshooting.
- Created technical documentation, including flowcharts, diagrams, and SOPs, to enhance team knowledge sharing and support structure.
Education
Bachelor of Engineering - Computer Science
The Oxford College of Engineering
01.2014
Diploma - Computer Science
K.I.E.T Polytechnic
01.2010
Skills
- Cloud computing and infrastructure
- Cost optimization
- Vulnerability management
- Incident response and escalation
- ServiceNow expertise
- Service level agreements
- Jira proficiency
- Time management strategies
- Problem solving techniques
- Technical training and support
- Conflict resolution skills
- Documentation development and process documentation
- Collaboration techniques
- Systems analysis and remote troubleshooting
- Effective communication skills
- Attention to detail
Certification
- Certified AWS - Associate Solution Architecture
- Certified Microsoft - Associate MS Teams Administrator
- ITIL V4 Foundation
Timeline
Product Support Engineer
VERINT
08.2023 - Current
Cloud Infrastructure Engineer
Autodesk
01.2022 - 07.2023
Desktop Support Engineer
SIRVA BGRS
12.2016 - 12.2021
System Engineer
NIELSEN Sports
03.2015 - 12.2016
Bachelor of Engineering - Computer Science
The Oxford College of Engineering
Diploma - Computer Science
K.I.E.T Polytechnic
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